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EULA
by Ton van der Wiele, David Bamford, Barrie G. Dale
Managing Quality, 6th Edition
List of Boxes
Acknowledgements
Preface
About the Authors
The Editors
Contributors
Part One The Development and Introduction of Total Quality Management (TQM)
Chapter 1 TQM: An Overview and the Role of Management
Introduction
What is Quality?
Why is Quality Important?
The Evolution of Quality Management
The Key Elements of TQM
The Need for Senior Managers to Get Involved in TQM
What Senior Managers Need to Know about TQM
What Senior Managers Need to Do about TQM
Summary
References
Chapter 2 The Received Wisdom on TQM
Introduction
Crosby (1926–2001)
Deming (1900–1993)
Feigenbaum (1922–2014)
Juran (1904–2008)
Are the Approaches of these Gurus Different?
Imai (b. 1930)
Ishikawa (1915–1989)
Shingo (1909–1990)
Taguchi (1924–2012)
Japanese-Style Total Quality
Summary
References
Chapter 3 The Introduction and a Framework for TQM
Introduction
Change and Continuous Improvement
Forces for Change
How Do Companies Get Started?
Approaches to TQM
A Framework for the Introduction of TQM
Organizing
Systems and Techniques
Measurement and Feedback
Changing the Culture
Use of the Framework
Outcomes
Summary
Notes
References
Part Two The Business Context of TQM
Chapter 4 Poli Deployment
Introduction
Definitions: Poli Deployment
What is Poli Deployment?
What Policy Deployment is Not
The Policy Deployment Process
A Check-Reflect-Improve-Scrutinize-Pass (CRISP) Approach to Poli Deployment
Summary
References
Chapter 5 Quality Costing
Introduction
Definition and Categorization of Quality Costs
Collecting Quality Costs
Some Cost Aspects in Business
Reporting Quality Costs
Uses of Quality Costs
Summary
References
Chapter 6 Managing Service Quality
Introduction
The Service Environment
Defining Service Quality
The Role of Personnel in Service Delivery
Service Delivery
Summary
References
Chapter 7 Supplier Development
Introduction
Long-Term Issues of Partnership
Barriers to Developing Partnerships
Conditions of Partnership
The Issues to be Considered in Partnership
The Process of Partnership
Potential Difficulties of Operating Partnerships
Summary
References
Part Three Quality Management Systems, Tools and Techniques
Chapter 8 Quality Management Systems and the ISO 9000 series
Introduction
What is Quality Assurance?
What is a Quality Management System?
The Development of Quality Management System Standards
The ISO 9000 Series of Standards: An Overview
Implementation Guidelines for ISO 9001
Quality Management System Assessment and Registration
ISO 9000 Series Registration: A Model for Small Companies
Benefits and Limitations of the ISO 9000 Series of Standards
Summary
References
Chapter 9 Quality Management Tools
Introduction
Selecting Tools and Techniques
Difficulties and Issues Relating to the Use of Tools and Techniques
Problem-Solving Methodology
Checklists
Flowcharts
Checksheets
Tally Charts and Histograms
Graphs
Pareto Analysis
Cause-and-Effect Diagrams
Scatter Diagrams and Regression Analysis
The Seven Management Tools
Summary
References
Chapter 10 Quality Management Techniques
Introduction
Quality Function Deployment
Design of Experiments
Failure Mode and Effects Analysis
Statistical Process Control
Benchmarking
Business Process Re-engineering and Value Stream Mapping
Six Sigma
References
Part Four TQM through Continuous Improvement
Chapter 11 Teams and Teamwork
Introduction
The Role of Teams in Continuous Improvement
Types of Teams
Evaluation of Teams
Team Competition
Guidelines for Developing Effective Teams
Summary
References
Chapter 12 Self-Assessment, Models and Quality Awards
Introduction
Quality, TQM, Strategic Process Improvement and Excellence
Award Models
The Self-Assessment Process
Success Factors for Self-Assessment
Difficulties with Self-Assessment
Summary
References
Chapter 13 Managing Quality: New Challenges
Introduction
Developments
‘Old’ Quality Management
‘New’ Quality Management
TQM and Strategic Process Improvement in the BRIC Economies
Summary
References
Chapter 14 Managing Quality: The Future
Introduction
The Importance of Quality
Quality Management: A Continuous Process
Measuring Progress towards Quality Management
Quality Management Issues which Need to be Considered in the Future
Summary
References
Index
EULA
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